Service Level Agreement
Last Updated: October 6, 2025
📋 Our Commitment to Service Quality
This Service Level Agreement (SLA) outlines our service commitments, performance targets, and support response times for MT4 VPS hosting. We are committed to providing reliable, high-performance infrastructure for your automated trading needs.
1. Service Availability Commitment
1.1 Monthly Uptime Target
We commit to a 99.5% monthly uptime target for all VPS instances. This represents a commitment to minimize service interruptions and maintain consistent availability for your trading operations.
What this means:
- Maximum expected downtime: ~3.6 hours per month
- Includes both planned and unplanned maintenance
- Measured per calendar month (UTC timezone)
- Calculated per individual VPS instance
1.2 Planned Maintenance
- Maximum frequency: Once per month
- Maximum duration: 4 hours per maintenance window
- Advance notice: 48 hours minimum via email notification
- Preferred schedule: Off-peak hours (weekends, late night UTC)
We make best efforts to schedule maintenance during periods of lowest market activity.
2. Performance Metrics
2.1 Resource Allocation
| Resource | Allocation | Details |
|---|---|---|
| CPU | 1 dedicated core | CPU core pinning ensures consistent performance without resource contention |
| RAM | 2GB per instance | Dedicated memory allocation with hard limits |
| Storage | 50GB SSD | NVMe SSD storage for fast read/write operations |
| Network | Best-effort low latency | Optimized routing to major broker data centers |
2.2 Network Performance
- Bandwidth: Unmetered (fair use policy applies)
- Latency target: Best-effort low latency to major broker locations
- Connection stability: Monitored for connectivity issues
Note: Network performance to broker servers depends on third-party routing and broker infrastructure, which is outside our direct control.
3. Support Response Times
3.1 Support Channels
- Email: support@mt4-vps.com
- Ticket System: Available through dashboard
- Hours: Support available 24/7 for critical issues
3.2 Response Time Targets
| Issue Priority | Response Target | Examples |
|---|---|---|
| Critical | 4 hours | VPS completely inaccessible, data loss, security breach |
| High | 12 hours | Severe performance degradation, VNC connection issues |
| Medium | 24 hours | File upload problems, minor feature issues |
| Low | 48 hours | General questions, feature requests, documentation |
Response times are targets based on business days and represent initial acknowledgment of your request. Resolution time may vary depending on issue complexity.
4. Service Credits
4.1 Credit Structure
If we fail to meet our 99.5% monthly uptime target, you may be eligible for service credits based on actual uptime achieved:
| Monthly Uptime Achieved | Service Credit |
|---|---|
| 99.0% - 99.4% | 10% of monthly subscription fee |
| 95.0% - 98.9% | 25% of monthly subscription fee |
| 90.0% - 94.9% | 50% of monthly subscription fee |
| Below 90.0% | 100% of monthly subscription fee |
4.2 Credit Terms
- Credits applied to the following month's subscription fee
- No cash value or refunds for service credits
- Credits do not roll over beyond one billing cycle
- Maximum credit per month: 100% of monthly fee
4.3 How to Claim Credits
- Submit a claim to support@mt4-vps.com within 7 days of the incident
- Include: Account email, date/time of outage, description of impact
- We will verify downtime through our monitoring logs
- Approved credits applied to next billing cycle within 5 business days
5. Exclusions from SLA
This SLA does not apply to service disruptions caused by:
5.1 Force Majeure Events
- Natural disasters (earthquakes, floods, hurricanes, etc.)
- Acts of war, terrorism, or civil unrest
- Power grid failures or major infrastructure outages
- Government actions or regulatory changes
- Pandemics or public health emergencies
5.2 Third-Party Service Failures
- Broker server downtime or connectivity issues
- Internet backbone or ISP routing problems
- DNS or domain registrar outages
- DDoS attacks (though we implement mitigation measures)
- Payment processor (Stripe) service interruptions
5.3 User-Caused Issues
- Misconfigured Expert Advisors causing resource exhaustion
- User-initiated shutdowns or restarts
- Account suspension due to payment failure
- Violation of Acceptable Use Policy
- Resource abuse or excessive CPU/memory consumption
5.4 Scheduled Maintenance
- Maintenance windows announced with 48+ hours notice
- Emergency security patches (announced as soon as possible)
6. Monitoring and Transparency
6.1 Uptime Monitoring
We continuously monitor service availability through:
- Automated health checks every 5 minutes
- Container status verification
- Network connectivity tests
- Resource utilization tracking
6.2 Status Page
Check real-time service status at: mt4-vps.com/status
- Current operational status
- 30-day uptime percentage
- Recent incident history
- Scheduled maintenance notifications
7. Data Backup and Recovery
7.1 Backup Policy
- Frequency: Automated daily backups
- Retention: 7-day rolling backup window
- Purpose: Disaster recovery and infrastructure restoration only
7.2 Your Responsibility
Important: You are responsible for backing up your own Expert Advisors, configurations, and trading data. Our backups are for server-level disaster recovery and are not guaranteed to be restorable for individual user requests.
- Use the dashboard file management to download your files regularly
- Keep local copies of critical EAs and configurations
- We are not liable for data loss due to user error or account deletion
8. Service Modifications
We reserve the right to:
- Modify this SLA with 30 days' advance notice
- Update resource allocations or performance targets (with notice)
- Adjust pricing (existing subscribers receive 60 days' notice)
- Discontinue the service with 90 days' notice and prorated refunds
9. Contact and Escalation
9.1 Standard Support
- Email: support@mt4-vps.com
- Response time: As outlined in Section 3
9.2 SLA-Related Inquiries
- Email: sla@mt4-vps.com
- Purpose: Service credit claims, SLA questions, uptime disputes
9.3 Escalation
If your critical issue is not acknowledged within the response time target, escalate to: escalations@mt4-vps.com
10. Legal Disclaimer
This SLA is part of the MT4 VPS Terms of Service. In case of conflict between this SLA and the Terms, the Terms of Service shall prevail. Service credits are your sole remedy for failure to meet uptime targets.
📊 Current Performance
Our actual 30-day uptime average is published on the status page. We are committed to transparency and continuously work to exceed our uptime targets.
Questions about this SLA? Contact us at sla@mt4-vps.com or support@mt4-vps.com. We're here to ensure you understand our service commitments.